Professional Documents
Culture Documents
I. Introduction
Banca San Giovanni (BSG) is one of the leading banking groups in the Euro zone. Due to its network
of some 6,000 branches distributed throughout Italy, it has a market share of around 15 per cent and offers
its services to over 11 million customers. BSG also has a wider European presence with a network of
hundreds of branches and over 8 million customers in retail and commercial banking sectors. In its recent
business plan BSG declared that it will ‘focus on sustainable growth and creating value by developing
stakeholder trust and maintaining strict control over all management decisions
In order to reduce time per transaction and streamline processes BSG consolidated its high-volume
payment- processing back-office operations, for both retail and corporate clients, into a few centers called
Centralized Territorial Back Offices (CTBOs). However, corporate operations, although using the same
branch network to access its customers, requires a detailed technical and legal knowledge about
commercial contracts, financial instruments, settlement networks and regulations which govern interbank
and supply chain relations.
According to runner, repeater and stranger analysis, we conclude that this service design type of process also
changes from “Capability” to “Simplicity’. The Volume-Variety Matrix solved as below:
Process profile between the runner, repeater and strangers based on the “as it” and New payment
operations project are as follow:
3. What do you consider to be the benefits and challenges posed by the new structure?
The benefits of the new structure:
a. Leveraging knowledge about customers. Information systems in back office ensure that
customer-facing employees have all relevant information about the customer available during
the service transaction present a more professional image, and allow the core transaction to be
conducted more efficiently.
b. Augmenting the service: Technology may allow the service provider to carry out more for the
customer. This is not only the back office simplified the system of customer process in bank, but
also decrease the waiting time on which the service provided.
c. Increasing customer control: Due to the simple process received by client, the client emotion
will always in positive situation. Even though in the process there is a gap (waiting) process, but
it is only a small part of influencing the customer emotions.